文章基本信息

标题：Analyzing effects of service encounter quality on customer satisfaction in banking industry ,
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作者：Hossein Gazor ; Babak Nemati ; Amir Ehsani 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2012
卷号：2
期号：3
页码：859-868
DOI：10.5267/j.msl.2011.11.011
出版社：Growing Science
摘要：Service quality represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. Measuring service quality offers an immediate, meaningful and objective feedback about clients' preferences and expectations. In this paper, we study the relationship between customer perceptions from service encounter quality and loyalty of customer to organization and employees. The proposed study is implemented for banking sector in Iran using SERVQUAL factors and considers various factors influencing the quality of service. The results of the survey indicate that service quality systems, customer satisfaction are the most desirable factors based on the feedback we received from the customers. In addition, response to customers and loyalty to employees, service encounter quality, service and loyalty to organization, arrangements are in the next levels, respectively
关键词：Service encounter quality; Service quality; Customer satisfaction; Customer loyalty